Payment on delivery
Free shipping over €99
Delivery of goods within 48 hours
Return of goods within 14 days

Frequently Asked Questions

Payment

How can I pay for the order?

1. Online card payment:

After completing your order, you will be automatically redirected to the payment page of the processing bank, where you will enter your card details (name, card number, expiry date, CVC2/CVV2 code). You enter your details directly on the subpage, and we do not come into contact with your payment card details at all.

2. Cash on delivery:

You will pay for the ordered goods to the courier upon receiving the merchandise. Just have the appropriate amount ready in cash after we send you an informative email about dispatching your shipment. The courier will visit you within the next two business days. Payment to the courier is possible only in cash.

3. Cash payment:

You can also pick up the ordered goods directly at our address: J.VURUMA 144, 01001 Žilina. For personal pickup, cash payment is the only option available. If you have any questions, please do not hesitate to contact us.

  • By phone at +421 903 622 752 (Monday to Friday from 9:00 to 18:00)
  • By email at info@grebnesor.eu

How do I know if you have received my payment?

If you have chosen to pay online by card, we will inform you about the receipt of the payment through a confirmation email.


I was unable to complete the online payment. What should I do?

If you attempted to pay for your order with a credit card but the payment was not accepted, please contact us. We will provide you with information for another attempt to pay online, or you can arrange for a different payment method.

  • Phone: +421 903 622 752 (Monday to Friday from 9:00 to 18:00)
  • E-mail: info@grebnesor.eu

Can I pay the courier with a card as well?

Unfortunately, it’s only possible to pay the courier in cash at the moment; credit cards are not accepted.


Transport and Delivery of Goods

How much does delivery of the order cost?

In case of purchasing goods delivered within the Slovak Republic valued at more than 99 EUR, the delivery cost is free.

In case of purchasing goods delivered within the Czech Republic valued at more than 199 EUR, the delivery cost is free.

If your order is less than 99 EUR within the SR and 199 EUR within the CR, the delivery of goods is subject to a fee. The delivery cost will be added to your order.


What are the courier delivery fees?

“The delivery fee for each order within the Slovak Republic is 4 EUR.

The delivery fee for each order within the Czech Republic is 7 EUR.

The delivery fee for each separate order to other countries depends on the specific country to which the seller is sending the goods, and this fee is included in the total price of the goods.”


What are the fees for delivery through Packeta?

“The delivery fee for each order without cash on delivery within the Slovak Republic is 2.0 EUR.

The delivery fee for each order with cash on delivery within the Slovak Republic is 2.5 EUR.

The delivery fee for each order without cash on delivery within the Czech Republic is 3.0 EUR.

The delivery fee for each order with cash on delivery within the Czech Republic is 3.5 EUR.

The delivery fee for each separate order to other countries depends on the specific country to which the seller is sending the goods, and this fee is included in the total price of the goods.”


Do you send parcels outside of Slovakia?

“Yes, we do. However, this delivery is not free of charge. For the specific delivery fee to your country, please write us an email at info@grebnesor.eu, and we will be happy to respond.”


How quickly do you deliver goods?

“We typically dispatch shipments within 48 hours, so if you choose courier delivery, you can expect to receive the goods within a maximum of 3 days from the dispatch of the order. In unforeseen circumstances not caused by the seller, the delivery time may be extended. In such a case, we will notify you by email or phone about the change in the delivery time of the ordered goods.”


I want to change the delivery address for my order. What should I do?

If you wish to change the delivery address, please notify us of this change as soon as possible.


My shipment has been dispatched, but it still hasn’t arrived. What should I do now?

The estimated delivery time is approximately within 2 business days from dispatch – meaning from the handover of the shipment to the courier service. If your package has not been delivered by the third day from dispatch, please contact us, and our customer center will check the whereabouts of the parcel. You can reach us at:


The courier arrived with the shipment, but I wasn’t home. What should I do?

The courier will attempt delivery to the specified address two more times. This option is guaranteed by the service through which we deliver our shipments. Of course, this is not associated with any additional fees. If you encounter any issues with receiving the goods, do not hesitate to contact us.


What if the shipment gets damaged during transport?

If the shipment raises doubts and the packaging is, for example, damaged, refuse to accept the shipment and inform us of this situation. We will endeavor to promptly send a new item or refund the amount paid to you.


Personal pickup

Is it possible to pick up the goods in person?

Yes, it is possible. You can choose personal pickup at our store in Žilina during the ordering process in the Cashier section. When your shipment is ready, we will send you a confirmation email, and then you can come to pick up the goods directly at our address: J.VURUMA 144, 01001 Žilina. For personal pickup, you can pay not only in cash but also by card. If you have any questions, feel free to contact us.


How many days will the order be ready for personal pickup?

Your order will be waiting for you for up to 4 business days from the dispatch of the informational email. If you cannot make it within this timeframe, please contact us, and we will arrange to hold the shipment according to your requests.


Order

How do I create an order?

  1. Once you’ve selected the product you’re interested in, choose its size and click “Add to Cart”.
  2. In the top right corner, you’ll find a shopping cart icon where you can review its contents.
  3. If you’ve selected all the products and want to proceed with payment, select the “Checkout” option.
  4. Fill in the billing details, shipping method, and payment.
  5. Check the box “I agree to the terms and conditions stated in the General Terms and Conditions document”.
  6. By clicking “Place Order with Obligation to Pay”, you will create the order.

Can I order goods to a different address than the one I have listed in My Account?

Of course. We can send the order to any other address; just check the box “Ship to a different address”.


I made a mistake in the order. Can I change its content?

Of course. Contact us, and we will be happy to assist you.


How can I cancel the order?

If you’ve changed your mind about your purchase on Grebnesor.sk and your order hasn’t been dispatched yet, you can cancel any item in the order or cancel the entire order. Just inform us.


What is the direct contact for the customer center?

If you have any questions regarding a planned or already realized order, or any other cooperation, you can contact us:


What to do if incorrect items were delivered to me or if there is a missing item in the order?

If you receive items you didn’t order or if there’s a missing item, don’t hesitate to contact us.

For faster processing, don’t forget to have your order number ready.


Return of goods

How can I return goods?

The buyer is obliged to send the goods back no later than 14 days from the date of withdrawal from the contract, or to bring it to our store. Withdrawal can be made either via email at info@grebnesor.eu or by calling +421 903 622 752. Withdrawal can only be made through the Return Form. You can access the Return Form by clicking on this link: Return Form.

The goods need to be returned to the seller’s address.

Grebnesor store

Address: J. Vuruma 144, Žilina, 01001

In case of withdrawal from the contract, the buyer bears the costs of returning the goods to the seller. Please note, we do not refund the postage payment to the buyer if the buyer orders multiple items or multiple types of goods and subsequently returns only part of the purchased goods.

The goods should be returned in standard packaging (courier envelope), complete, and undamaged. We recommend testing the goods only in a home environment so that they do not show signs of external wear upon return.


What is the procedure for returning goods “Withdrawal from the contract”?

The buyer shall submit to the seller, along with the withdrawal from the contract, the corresponding invoice for the goods, or its copy, and the IBAN account number where the seller will send the financial funds to the buyer.

If you have any questions regarding the planned or already completed return of goods, do not hesitate to contact us.


How will you refund me for the order?

In the return form, please provide the account number to which we will refund the money for your order.


How do I check the status of my return?

You will be informed about the progress of your return via email.


How long does it take to process the return?

Payment refund takes 5-14 days in accordance with applicable legal regulations.


Complaint of goods

How long do I have to wait for the complaint to be processed?

Complaints are processed within a maximum of 30 days from the date of receiving the complained product.


 How long can I claim a product warranty?

For all products purchased in the store, the conditions allow you to claim a product warranty due to non-conformity with the contract within 2 years from the date of purchase.


How do I claim the goods?

In case of a complaint, the buyer should send or personally bring the claimed goods to the seller’s address: Grebnesor Store, J. Vuruma 144, Žilina, 01001.

The package must be properly packed and should include: the claimed goods along with accessories, a copy of the invoice, a description of the defect, and the buyer’s contact details – return address, phone number, and email.

The returned product is sent at the buyer’s own expense and responsibility. Therefore, choose a secure method of delivery, such as using courier services or sending the package with proof of dispatch.


The complaint does not apply:

The warranty does not apply to damage to the goods caused by:

  • Natural or excessive mechanical wear and tear
  • Contamination of the goods or their parts due to neglect of maintenance
  • Use of the goods in conditions that do not match their temperature, dustiness, humidity, or exposure to chemical and mechanical influences of the environment in which the goods are typically used
  • Unauthorized interference with the goods (unprofessional repairs or modifications)
  • Use of the goods contrary to the operating instructions
  • Mechanical damage, including torn, cut, or thermally damaged goods, as well as goods damaged by careless and disproportionate physical handling, intentional scratching of the layers of the goods, and similar actions

Product exchange

Is it possible to exchange the product?

The exchange of goods is possible only if it involves the same type of merchandise in a different color, size, or another type of merchandise at the same price. Buyers need to verify the availability of the desired merchandise directly on our website at www.grebnesor.sk. If the requested type of merchandise is available, the buyer can create an order and include the note “exchange of goods – e.g., color.”

The original merchandise must be returned to the seller’s correspondence address, and the invoice should indicate “exchange of goods” along with the new order number created by the customer. After receiving the original merchandise at the seller’s address, the new merchandise will be sent to the buyer.

The costs associated with exchanging merchandise are as follows:

  • Within Slovakia (SR): €5
  • Within the Czech Republic (ČR): €8
  • For other countries: €15

Please note that these costs do not include postage and packaging for the exchanged merchandise.

Exchange of goods is not possible if it involves a different type of merchandise that is priced differently from the original order. In such cases, the buyer can create a new order, and the merchandise will be sent to the customer as a new order.

If you have any questions regarding planned or completed merchandise exchanges, feel free to contact us: